Introduction
Departments represent the different teams within your organisation, such as IT Support, HR, Finance, or Administration. This section allows you to create and manage departments, assign department heads, and define the users who belong to each department.
Departments help organise your organisation's teams and determine how service tickets and assets are managed. They can also be used to control which teams handle specific tickets and which departments are responsible for particular assets.
Using this section, you can:
- Create and Manage Departments: Add new departments and update or delete existing departments as required.
- Assign Department Heads: Designate a department head who is responsible for the department.
- Manage Department Members: Define which users belong to each department and are associated with its activities.
- Configure Asset Departments: Assign departments to help identify and manage assets owned or used by different teams.
- Enable Departments for Ticket Management: Make departments available for service ticket handling by enabling them in Sidebar > Ticket > Ticket Configuration.
Example: You can create an IT Support department, assign a department head, add technicians as members, and configure the department to handle IT-related service tickets and assets.
Setting up departments correctly helps organise responsibilities, route tickets to the appropriate teams, and manage assets more effectively.
In this section, you will learn how to view, create, edit, and delete departments.
Navigation Path: Header > Config > Departments
Viewing the Departments List
Go to Header > Config > Departments. You will land on the main list showing all existing departments.
Figure: Departments Main Screen
Understanding the Main Screen
Table: Departments main screen elements
| Area | Description |
|---|---|
| Sub Header | Use Show (10) to choose how many records you see on one page. Type in the Search box to find a record quickly, or click Refresh to reload the list. |
| Action Buttons | In the top right corner you will find the Download icon (export the list to a file), the Upload icon (import from a file) and the red + Add Department button. |
| The Data Table | Shows all your departments with their ID, Department Name, Department Tag, Company Name, Attender Name and Department Head. An orange dash (-) means no attender or head has been assigned yet. |
| Sorting | Click the small arrows beside a column name to sort the list (A to Z, Z to A, oldest or newest first). |
| Actions Column | Every row has two icons on the far right: Edit (pencil) to change that department, and Delete (trash can) to remove it. |
How to Create a New Department
Adding a new department only takes a minute. Here is how:
Step 1: On the Departments screen, click the red + Add Department button in the top right corner.
Step 2: The "Add Department" pop-up window opens.
Figure: Add Department Modal
Step 3: Fill in the required fields. They are marked with a red asterisk (*), and the form will not save without them:
Table: Add Department – required fields
| Field | Description |
|---|---|
| Company Name | Choose the company this department belongs to. |
| Department Name | Enter the full name of the department (for example, "IT Support"). |
Step 4: Add the optional details if you like:
Table: Add Department – optional fields
| Field | Description |
|---|---|
| Initial | Enter a short code for the department, such as IT or HR. This code is used at the start of ticket numbers, so tickets for this department are easy to spot. |
| Description | Write a line or two about what this department does. |
Step 5: Fill in the Ticket Configuration section. This controls who receives this department's support tickets:
Table: Add Department – Ticket Configuration
| Field | Description |
|---|---|
| Department Head | Choose the person who manages this department. |
| Attender | Choose the person who should handle this department's tickets by default. New tickets for this department are assigned to them automatically. |
| Custom Field set | Choose a custom field set if you need extra information when someone raises a ticket for this department. These extra fields appear on the ticket form. You can create custom fields under Header > Config > Custom Field. |
Step 6: Fill in the Asset Configuration section:
Table: Add Department – Asset Configuration
| Field | Description |
|---|---|
| Asset Department | Set this to Yes if this department manages assets. Only departments set to Yes appear in the asset modules (for example, when you choose an Asset Department for a category). |
Step 7: Click the red Save button. Your new department is created and shows up in the list straight away.
Note: Changed your mind? Click the blue Close button or the X in the top right corner. Nothing will be saved.
Bulk Importing Departments
Have lots of Departments to add? Instead of entering them one by one, fill them into an Excel template and upload them all in one go.
Accessing Bulk Import
Step 1: On the Departments screen, click the Upload icon in the top right corner.
Step 2: The "Bulk Department Import" screen opens on the Bulk Department Import tab.
Figure: Bulk Department Import Tab
Uploading Your File
Step 1: Click Download Document to get the Excel template.
Step 2: Fill in the template with your locations. Before you upload, read the Upload Notes on the screen. Rows that break these rules will not be imported:
Table: Bulk import validation rules
| Column | Rule |
|---|---|
| Company | Must exactly match a company name already in the system. |
| Department Name | Letters only (A to Z, upper or lower case). |
| Attender | Can be empty or you can add usernames from User Page. |
| Asset Department | Can be empty or must be allow Yes or NO. |
| Description | Can be empty or with allowed characters (Alpha, Numbers and limited special characters). |
Step 3: Drag your finished .xlsx file into the dashed box, or click Upload XLSX File to pick it from your computer.
Step 4: The system reads the file and adds the department. Afterwards, open the Bulk Department upload info tab to see how many were imported and whether any rows failed (see below).
Viewing Import History
Every upload is logged, so you can always check what happened with each file:
Step 1: Click the Bulk Departments Import Information tab at the top of the Bulk Department Import screen.
Figure: Bulk Department Import Information Tab
Step 2: You will see a list of every upload, with these details:
Table: Import history columns
| Column | Description |
|---|---|
| Document Name | The name of the file you uploaded. |
| Total Upload | How many rows were in the file. |
| Total Success | How many rows were added successfully. |
| Total Failure | How many rows could not be added. |
| Updated At | When the upload was processed. |
| Username | Who did the upload. |
| Actions | Click the Download icon to get the processed file back. It shows which rows failed and why, so you can fix them and upload again. |
Tip: If some rows failed, download the processed file, fix only the failed rows and upload just those again. The rows that succeeded are already in the system, so re-uploading them could create duplicates.
Managing Existing Departments
Once a record exists, you can look after it straight from the Departments list using the icons in the Actions column:
Edit a department
Step 1: On the Departments screen, locate the department you want to change.
Step 2: Click the Pencil (Edit) icon in the Actions column.
Step 3: Update the department details, such as the Department Head or Attender.
Step 4: Click Save to apply the changes.
Delete a department
Step 1: Locate the department in the Departments list.
Step 2: Click the Trash Can (Delete) icon in that row.
Step 3: Review the confirmation prompt and confirm the deletion.
Important: Before deleting a department, make sure no active users or assets are still assigned to it.